Schedule

8:00
BREAKFAST & REGISTRATION

9:00
WELCOME: THE CUSTOMER SUCCESS SECRET NOBODY TELLS YOU ABOUT
Guy Nirpaz, CEO, Totango

9:30
MORNING KEYNOTE: ENTER THE NEW CXO
Jeanne Bliss, Author of The Chief Customer Officer

10:00
CUSTOMER SUCCESS PLAYS
Josh Richau, Jive Software, Putting Customer Success in the Hands of the Customer

John Broady, thismoment, Taking the Guesswork Out of a New Product Launch

Alex Brower, Crittercism, Customer Success Applied Outside the Box

10:45
BREAK
11:00
CEO PANEL: FROM ONE NIGHT STAND TO LASTING CUSTOMER LOVE
Alex Wilhelm, Dan Finnigan, Guy Nirpaz, Bayard Winthrop

11:30
CUSTOMER SUCCESS PLAYS
Mark Fordham, Central Desktop, Moving Beyond Account Management to Customer Success

Brian Norusis, e-Builder, Using Product Insights to Drive ROI of Customer Success

12:00
CREATING A CUSTOMER SUCCESS BLUEPRINT
Tien Tzuo, CEO, Zuora

12:30
LUNCH

13:30
AFTERNOON WELCOME
Rhianna Collier, VP, SIIA Software Division

13:35
AFTERNOON KEYNOTE: CUSTOMER SUCCESS, I’M IN, NOW WHAT?
Kerry Bodine, Co-Author of Outside In

14:05
CUSTOMER SUCCESS PLAYS
John Lee, Kapost, Enabling Strategic Relationships

Harpreet Singh, CloudBees, In-product Growth Hacking to Increase Revenue

Omer Gotlieb, Totango, How To Have Fun In Customer Success

14:50
PRACTITIONER PANEL: WHY CUSTOMER SUCCESS: IS THIS A LEGITIMATE EXECUTIVE ROLE?
Bruce Cleveland, Nello Franco, Mike Grafham, Jon Herstein, Rahul Sachdev

15:30
BREAK

15:45
CUSTOMER SUCCESS PLAYS
Stephanie Schatz, Xamarin, Defining the Customer Journey

Amy Mustoe, SendGrid, Customer Success, Built for Self-Service

Ryan Engley, Unbounce, How Not to Grow a Customer Success Team in a Startup

16:30
ANALYST PANEL: CUSTOMER SUCCESS THROUGH AN OUTSIDER’S LENS
Kerry Bodine, Mikael Blaisdell, Christoph Janz, Denis Pombriant

17:00
CUSTOMER SUCCESS PLAYS
Chad Horenfeldt, Influitive, Customer Success vs Marketing: Friction to Win-Win

Ted Purcell, Clarizen, Onboarding Success: Start off right!

17:30
FIRESIDE CHAT: TURNING LOYAL USERS INTO PAYING CUSTOMERS
Phil Libin, CEO, Evernote

18:00
CUSTOMER SUCCESS HERO AWARDS RECEPTION